AccountId: 011433970860
ContactId: 76469086-dc9c-4ed1-bf4b-c40afc11c66f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180539 ms
Total Talk Time (AGENT): 62027 ms
Total Talk Time (CUSTOMER): 86241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/76469086-dc9c-4ed1-bf4b-c40afc11c66f_20250225T16:39_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I am calling from West. I'm sorry.
[CUSTOMER][NEUTRAL] Wellstar East Pauling Primary Care Center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling on a mutual patient.
[AGENT][POSITIVE] Well [PII], it would be my pleasure to assist you. What is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, I can be reached at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] D as in dog.
[CUSTOMER][NEUTRAL] 437308448
[AGENT][NEUTRAL] Our policies are all numerical, starting with a 0. Do you happen to have a policy ID number for the patient?
[CUSTOMER][NEUTRAL] Alright, so I'm looking on for what I have is a card. OK, so hold on a minute.
[CUSTOMER][NEUTRAL] And so you said number.
[AGENT][NEUTRAL] It's gonna start with a 0.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so is it a policy certificate number? is that what you're looking for?
[AGENT][NEUTRAL] Yes, sir, that's it.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 89409.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And I'm gonna, I, I think it's [PII].
[CUSTOMER][NEUTRAL] And I'm gonna spell it because I.
[CUSTOMER][NEUTRAL] Probably saying it wrong. [PII] or I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. I do have that policy pulled up. How can I help you? Are you needing eligibility or?
[CUSTOMER][NEUTRAL] Yes, I need eligibility because first on one source you guys aren't on one source.
[AGENT][NEUTRAL] Alright, thank you and I can help you with that. Now, actually his policy is no longer active as of [PII]. I checked to see if he might have active coverage and he does not.
[CUSTOMER][NEUTRAL] So they no longer have this at all.
[AGENT][NEUTRAL] The APL policy is no longer active. That is correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And thank you so much.
[AGENT][POSITIVE] Well, it's been my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.